Return Policy

Replacement Request Period

• The customer has the right to submit a replacement request within a maximum period of 5 days from the date of receiving the product.
• The request must be sent via email: info@metalworld.co
• Replacement requests submitted after the specified period will not be accepted.

Cases for Accepting Replacement

A replacement request is accepted in the following cases:

• The product arrived damaged or defective.
• Presence of a clear manufacturing defect.
• Receiving a product different from the one registered in the order.
• A factory error in measurements, color, model, or approved specifications.
• The product does not match the specifications agreed upon before executing the order.

The replacement request is subject to examination and review by our team to ensure it meets the conditions.

Custom-Made Products

Products manufactured or specially prepared according to sizes, colors, designs, or specifications chosen by the customer cannot be replaced or returned, except in the case of:

• A manufacturing defect.
• Damage to the product before or during delivery.
• A factory error in executing the approved specifications.

The customer is responsible for ensuring the accuracy of measurements, colors, and specifications before approving the order and starting manufacturing.

Conditions for Accepting Product Replacement

To accept a replacement request, the following is required:

• Submitting the request within 5 days from the date of receipt.
• The product has not been used or installed.
• No modifications have been made to the product.
• Keeping the product in its original condition.
• Keeping the original packaging and accessories, if any.
• Providing the order number or invoice.
• Attaching clear photos or a video showing the condition of the product and the problem.

The product may not be sent back before obtaining approval and instructions from the customer service team.

Cases Not Covered by Replacement or Return

A replacement or return request is not accepted in the following cases:

• Customer changing their mind after approving the order or starting manufacturing.
• Customer providing incorrect measurements or specifications.
• Using, installing, or modifying the product.
• Product damage resulting from transportation, storage, use, or improper installation by the customer or any other party.
• Failure to keep the product in its original condition and packaging.
• Submitting the request after 5 days from the date of receipt.
• Slight differences in color shades due to lighting, photography, or different screen settings.
• Natural variations in colors and textures of woods and materials used.
• Custom-made products, unless there is a defect or factory error.

Shipping and Transportation Costs

• If it is proven that the reason for replacement is a manufacturing defect or factory error, the factory bears the costs of replacing and transporting the product according to the mechanism agreed upon with the customer.
• If the replacement is approved for a reason not related to a manufacturing defect or factory error, the customer bears the shipping and transportation costs and any financial differences resulting from the replacement.

Order Cancellation

• The customer can request to cancel the order before starting the manufacturing or preparation process, and the acceptance of the cancellation request is subject to the order status when submitted.
• After approving the specifications and starting the manufacturing process, the order cannot be canceled, and paid amounts cannot be refunded, given that the product execution and material allocation have started according to the customer's request.

Refunds

• The amount is refunded only in cases approved by the factory management, such as the inability to replace a defective or non-conforming product.
• The amount is returned using the original payment method whenever possible, and the time for the refunded amount to appear may vary depending on the procedures of the bank or payment service provider.